General Manager - The ICC - London

Legends Global; City of Westminster; On-site; GBP 150,000 - 200,000; Full time

Job summary

A leading event management company in Westminster is seeking an ICC General Manager to oversee day-to-day operations and ensure the highest standards of service delivery for events. The successful candidate will coordinate with various teams, manage P&L responsibilities, and drive customer service operations to deliver outstanding experiences. Experience in conference and event management is essential, along with strong leadership and communication skills. Join us to shape a world-class venue where events come to life.

Qualifications

• Experience at leading major events of a similar size and scale.
• Good knowledge of sales pipeline in the conference and events market.
• Administrative accuracy and computer literacy.

Responsibilities

• Oversee all day‑to‑day operations of the ICC ensuring world‑class service delivery.
• Coordinate elements of ICC events with the Event Management team.
• Prepare and manage event budgets in collaboration with the Finance team.
• Drive Olympia Customer Service operations to meet CX targets.

Skills

Event management experience

Customer service orientation

Sales knowledge in events market

Attention to detail

Communication skills

Time management

Presentation skills

Ability to work under pressure

Job description

Description

Olympia Events is more than an exhibition venue, conference centre and live‑event space – it’s an inspiration. Against a backdrop of grand Victorian architecture, the seven connected spaces inspire engagement and enjoyment. Olympia Events is recognised in the industry for exceptional levels of customer service and support, and our numerous awards are testament to our clients’ satisfaction. Beyond the walls of our venue, Olympia is on the ground, working to invest in people, strengthen our communities, and protect the environment.

Job Purpose

Reporting directly to the Chief Operating Officer, the ICC General Manager will be the figurehead of the convention centre, bringing together all the parts that combine to make the venue world‑class. Overseeing the full customer journey from event coordination to event day delivery, the General Manager will be the main point of contact for the wider Olympia business on all matters relating to the ICC. Event day duty managers will report into the General Manager who will ultimately ensure that all allocated events are run in accordance with the venue’s regulations and company procedures and are delivered to the customer in a safe, efficient, timely and customer‑focused manner. The successful candidate will oversee all P&L responsibilities for the ICC and ensure ICC‑related CAPEX projects are delivered on time and in budget.

Responsibilities

• Oversee all day‑to‑day operations of the ICC ensuring the service delivery is world‑class.
• Work with the Event Management team to ensure all elements of ICC events are coordinated in a manner deliverable on event day.
• Serve as a key point of contact for organisers, providing expert guidance and ensuring all requirements are captured, documented.
• Work with the Olympia F&B team to ensure all menus and packages are to the standard expected of the Legends brand.
• Oversee the event day management of the Audiovisual partner ensuring both successful delivery to a high standard and to the agreed financial arrangement.
• Work with the Finance team to prepare and manage event budgets, monitor costs, and ensure accurate reporting of expenses and additional charges.
• Be the lead driver of the Olympia Customer Service operations ensuring the customer journey is in line with our CX targets both in the ICC and in the wider business.
• Work closely with the Sales Director to ensure we have a strong pipeline of clients and to assist with any opportunities for new business.
• Working with the Marketing Director to grow the ICC brand to be an iconic London event space.
• Ensure your team comply with licensing, health & safety, safeguarding, and sustainability requirements.
• Embed sustainable practices into event operations, supporting organisational ESG goals and initiatives.
• Gather feedback, monitor service performance, and contribute to venue improvement projects and innovation initiatives.
• Stay informed on market trends by attending competitor events and identifying opportunities to enhance our offering.
• Negotiate and manage successful relationships with relevant vendors/sub‑contractors.

Skills, Experience and Behaviours

• Experience at leading major events of a similar size and scale.
• Conference and event management experience needed.
• Strong customer experience background preferred.
• Understanding of and empathy with the needs of event organisers.
• Good knowledge of sales pipeline in the conference and events market.
• Administrative accuracy and attention to detail.
• Computer literacy.
• Communication skills.
• Organised with good time management.
• Presentation skills.
• Ability to work under pressure.
• Continuously improve your knowledge of Olympia Events’ sustainability programme – the ‘Grand Plan’. Complete all training provided and promote sustainability practices to meet our Grand Plan objectives.
• Follow and promote all sustainable workplace policies and procedures and seek ways to make your department more sustainable by taking an active role to initiate change.

Olympia Events is fully committed to ensuring the safety and wellbeing of all children, young people and adults at risk (vulnerable groups) that attend our premises. As a consequence, Olympia Events may require any successful applicant to complete a DBS Check prior to working in our business. Olympia Events is committed to Equality, Diversity and Inclusion and expects all its people to have a positive commitment to EDI by treating others fairly and not committing any form of discrimination, victimisation or harassment and to promote positive working relationships among employees and stakeholders. This Job Description is not intended to be exhaustive; the duties and responsibilities may therefore vary over according to the changing needs of the business.